MkPay Dispute Management: Real-Time Control for Chargebacks

You can’t stop a customer from raising a dispute — but you can control how you respond. That’s where the real cost lies: unanswered or delayed responses. Most losses happen not because of the dispute itself, but because the response process is broken — unclear ownership, email bottlenecks, missing context, and no analytics to learn from past cases.

The Dispute Management solution from myKaarma fixes that with two parts working together:

• Automated Dispute Emails — timely alerts with direct links and next steps.
• Dispute Management Dashboard — a shared workspace to track, collaborate, and submit evidence on time.

The result: fewer write-offs, faster responses, and higher win rates.

💳 What Is a Payment Dispute?

A payment dispute (or chargeback) happens when a customer challenges a transaction with their bank. The bank temporarily reverses the charge, pulling funds from myKaarma and then from the dealership while the claim is reviewed.

The dealership can:

• Accept the dispute and close it,
• Do nothing (which results in a loss), or
• Counter with evidence to prove the charge was valid.

The bank reviews that evidence — typically within up to 75 days — and decides whether to uphold or overturn the dispute.

⚠️ Why Responding Matters

Disputes can’t always be prevented, but how you respond determines whether you recover funds or lose them.

Unanswered or late responses lead to:

• Financial loss — funds and fees aren’t returned.
• Processor flags — too many disputes can put your dealership on Visa or Mastercard’s monitoring list, and continued high ratios may even lead to a MATCH listing, which can limit or suspend your ability to process card payments.
• Operational delays — incomplete or incorrect evidence almost always results in a lost case.

The Dispute Management Dashboard helps prevent this by giving dealerships visibility, structure, and automation to respond accurately and on time.

🧠 What Is the Dispute Management Dashboard?

A live, portfolio-style dashboard inside myKaarma for mkPay dealerships. It centralizes every dispute and pre-dispute inquiry, showing status, owner, and due-date countdown, with built-in actions and collaboration.

Path: Payments → Manage Disputes

What it brings

• Live Dispute Dashboard: See open and past disputes with SLA timers, owners, and statuses.
• Self-Serve Actions with Guardrails: Accept or Start Counter in-app. Submissions go through myKaarma pre-submission validation with user-based permissions.
• In-App Collaboration: Assign owners, @mention teammates, add internal notes, and view a full timeline.
• Proactive Notifications: Email + in-app alerts at key status changes so nothing slips.
• Workflow Handoffs: Assign with full context using structured forms and checklists.
• Auto-Compiled Evidence: Pull invoices and customer communications directly from myKaarma.
• Admin Controls: Granular access, submission permissions, and notification routing in Settings.

🚀 Why It Matters

Dashboard + Automation delivers:
✅ Clear owners and countdowns
✅ Single source of truth for collaboration
✅ Faster, higher-quality submissions
✅ Fewer losses and better cash control

🧭 Understanding the Dispute Workflow

1) Needs Response

As soon as a dispute (or pre-dispute inquiry) is raised, it appears here and an automated email is sent with a direct dashboard link.

What you can do:

• Accept & Close (with permissions)
• Start Counter (begin your evidence package)

When starting a counter, you’ll see a guided form to ensure completeness:

• Why should you win this dispute? (your narrative)
• Product/Service details (what was sold)
• Refund policy visibility (show the customer saw it prior to purchase)
• Justification for denial (if no refund is due)
• Upload evidence (PDF/JPEG/PNG; size/page limits below)

Helpful tip: The customer name and RO are right there—add internal notes and @mention teammates to chase artifacts without leaving the dashboard.

2) In Review (with myKaarma Team)

Our team validates completeness and clarity. We may comment, request additions, or confirm you’re good to go. Once ready, it progresses automatically.

3) In Review (with Processor)

Your submission is with the processor for a decision.
Typical timeline: may take up to 75 days.

4) Won

Funds are retained or returned according to the decision. The case is archived with a full timeline.

5) Lost

Decisions and reasoning are recorded. Use this to coach teams and refine prevention practices.

🛠️ Doing the Work Inside the Dashboard

• Filters: Narrow by department and dispute owner to focus the queue.

• Assignments & Notes: Reassign owners, @mention teammates, and log internal notes for auditability.

• Structured Evidence: Use the guided form and checklist; myKaarma pulls invoices and customer communications automatically to save time.
• Submission Guardrails: Pre-submission validation reduces errors and rework.
• Single Submission Rule: You can upload multiple files as evidence but make one final submission per dispute.

File limits: Combined evidence must be ≤ 4.5 MB and ≤ 50 pages total.
Mastercard limit: ≤ 19 pages.

🔔 Notifications: Email + In-App

You’ll receive notifications when:

• A dispute or pre-dispute inquiry opens
• A submission is made
• The issuer/network posts a final decision

Automated emails include a direct link to the dashboard so you can act instantly.

🧩 Admin Controls (Settings)

Path: Settings → Payments → Dispute Settings

What you can configure:

• Default Assignee by Department (auto-assignment for new disputes)
• Dashboard View Access (who can see the dashboard)
• Edit/Submission Access (who can change cases or submit)
• Accept & Close Access (who can accept/close and issue refunds)
• Email Notifications Recipients (users + external emails)
• System Notifications Recipients (in-app alerts)

Access is typically granted to payments/back-office roles by default, but you can fully customize who sees, edits, accepts, and who gets notified.

🧭 Getting Started

1. Go to Settings → Payments → Dispute Settings and configure access, defaults, and recipients.
2. From the Dispute Dashboard, assign owners and review items in Needs Response.
3. Use Start Counter to build a complete evidence package.
4. Submit; track in In Review (with Processor).
5. Monitor outcomes (Won/Lost) and coach from timelines and notes.

✉️ Automated Dispute Emails (How They Help)

• Immediate awareness with SLA countdown context
• One-click deep link to the active dispute
• Clear next steps: Accept, start counter, or provide missing info
• Less back-and-forth thanks to inline context and dashboard handoff

🧾 Evidence Best Practices

• Keep the narrative tight: what happened, why you’re right, what you showed the customer.
• Include proof of delivery/service, customer acknowledgment, refund policy exposure, and relevant communications.
• Use gauges, logs, or signed documents where applicable to add credibility.
• Submit early; processors value timely, complete packages.

❓FAQs

1. When do we receive email notifications and who receives them?
   • You control recipients in Settings. We send emails when a dispute/inquiry opens, when a submission is made, and when a final decision is posted.
2. Can I control who can view, edit, or accept a dispute?
   • Yes. Manage access in Settings → Payments → Dispute Settings.
3. Can I make multiple submissions via the dashboard?
   • You can upload multiple evidence files, but you can make one submission per dispute.
4. Is there a limit to evidence file submissions?
   • Yes. Total size ≤ 4.5 MB, total pages ≤ 50 (Mastercard ≤ 19 pages). Formats: PDF, JPEG, PNG.
5. Where do I find the dashboard?
   • Inside myKaarma under Payments. Email notifications also include a direct link.
6. Which processors are supported?
   • Available for mkPay, with a platform design that can accommodate additional processors over time.

📈 Vision: Fewer Write-Offs, Faster Wins

With clear owners, real-time SLAs, structured submissions, and shared context, your team can respond faster and win more often—while building the analytics foundation to prevent future disputes.

📬 Support

Questions or feedback on the feature? team_payment_support@mykaarma.com

General payments disputes team: team_payment_disputes@mykaarma.com